[Podcast] RR 442: Joe Register – What are the Puts and Takes In Servicing Advanced Technologies
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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's Blog5 commentsI recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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By carmcapriotto
Thanks to our Partner, NAPA Auto Care Andy Bizub explores the influential book "Driving Force: Extraordinary Results with Ordinary People" by Peter Schultz. Dive into the pivotal role of culture in business success with personal insights on maintaining a positive work environment. This episode is packed with wisdom for business owners and leaders seeking to improve their operations and team dynamics. Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL. Andy’s previous episodes HERE. Show Notes
Email Lori Schutz for your copy of "The Driving Force: Extraordinary Results with Ordinary People": [email protected] Leadership Book Insights (00:02:07 ) Exploring 'The Driving Force by Peter Schutz's' perspectives on leadership and empowerment. Book's Business Influence (00:03:04) The book's influence on leadership strategies and business operations. Book Discussion (00:05:35) Diving into the book's content and its effects on businesses. Cultural Preservation (00:06:34) The role of culture in maintaining successful business practices. Toxic Employees (00:10:41) Addressing the challenges of toxic employees in the workplace. Empowering Leadership (00:12:14) How leaders can empower their employees to achieve excellence. Employee Growth (00:13:27) Encouraging employees to grow and potentially outperform their leaders. Team Diversity (00:15:27) The benefits of having a diverse and skilled team. Overcoming Barriers (00:18:39) Sharing a story about overcoming barriers at Cummins Engine and its relevance to shop communication. Communication Barriers (00:20:04) The effects of cultural and physical barriers on shop communication. Slack for Shop Communication (00:22:31) Using Slack to improve communication and reduce barriers in the shop. Customer Quality (00:23:42) The impact of customer quality on business success. Customer Vetting (00:29:58) Identifying red flags and conveying service value to potential customers.
Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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By nptrb
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By carmcapriotto
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching highlights the significance of always saying yes to customers in the auto repair industry. He recounts two examples where service advisors faced challenges in agreeing to customer requests. Cotton stresses the importance of customer satisfaction and the delicate balance of agreeing to customer demands without making unrealistic promises.
Saying Yes to Customers (00:02:36) Importance of prioritizing customer satisfaction and finding ways to say yes instead of no.
Handling Customer Requests (00:03:45) Addressing an instance where a service advisor struggled to manage customer expectations and deliver on promises.
Customer Service Skills (00:05:54) Emphasizing the need to take care of the customer, manage expectations, and avoid overpromising while saying yes.
Saying Yes and Managing Expectations (00:10:11) Discussing the importance of saying yes to customers while managing expectations and not overpromising.
1. Importance of not saying no to customers in the auto repair business
2. Instances of a service advisor struggling to say yes to customers
3. Emphasizing the need to prioritize customer satisfaction
4.Managing expectations while saying yes to customers
5.Not overpromising to customers
Quotes:
Coach Chris Cotton', '00:06:54', "How would you like it if you were leaving town in 24 hours and somebody said, 'Oh, you can't take your car because we can't finish it up'? It's just not the right place to be in."
'Coach Chris Cotton', '00:09:14', "The customer doesn't care about any of that; the customer just wants to know if you can help them or not."
'Coach Chris Cotton', '00:12:16', "If they're in front of you unexpectedly, say yes, smile, and be like, 'Oh, I'm so glad, Mrs. Johnson, that you're here today. I haven't seen you in a while. Absolutely, we'll take care of your crisis for you.'"
Connect with Chris:
[email protected]
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Customer Relationship Management (CRM) systems are more than just tools; they are the lifeline of customer engagement and business growth. Explore strategies for identifying and re-engaging lost customers, adapting CRM practices to changing customer behaviors, and personalizing communication. Gregg Rainville, Steer by Mechanic Advisor. Greg's previous episodes HERE Jessica Carrino, Sparks Tire & Auto, St. Charles, MO. Jessica's previous episodes HERE Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE
Show Notes: Watch Full Video Episode Why CRM is Vital to Automotive Shop Success Part 1 [THA 359]: https://remarkableresults.biz/remarkable-results-radio-podcast/a359/ Effective CRM management (00:02:12) The importance of actively managing a CRM system to maximize its potential and impact on the business. Quality assurance in CRM (00:03:23) The importance of testing and ensuring the accuracy and effectiveness of marketing materials and communication sent through CRM. Customer communication preferences (00:05:05) Discussion on the shift towards text messaging as a preferred mode of communication and its impact on customer engagement. Email collection and personalization (00:08:25) Strategies for collecting email addresses and personalizing communication to enhance customer interaction and response rates. Continuous process improvement with CRM (00:14:36) The need for ongoing review and improvement of CRM processes to adapt to changing business dynamics and customer preferences. Identifying Lost Customers (00:18:23) Strategies for identifying lost customers based on seasonal changes and evolving customer behaviors. Adapting to Changing Customer Behaviors (00:19:28) Adjusting lost customer parameters due to changes in vehicle maintenance intervals and driving habits post-COVID. Utilizing CRM for Customer Engagement (00:20:38) Leveraging CRM data for customer engagement, tracking visit frequency, and utilizing CRM for personalized communication. Benchmarking and Regional Data (00:23:22) Understanding CRM benchmarks, lead conversion rates, and the significance of regional data for performance evaluation. Leveraging CRM Data for Business Improvement (00:24:24) The role of CRM data in formulating business strategies, performance improvement, and the value of coaching support. Optimizing CRM Communication (00:27:30) Efficient use of CRM for automated communication, personalized messages, and improving customer experience. Consistent Communication through CRM (00:28:01) The use of canned texts and consistent communication through CRM for enhanced customer experience. Customer Review Management (00:32:28) Leveraging CRM for timely customer review requests and strategies for improving review response rates. Shop Management Coaching (00:36:07) Discussion about the potential for shop management coaching and consulting services for software systems.
Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter (X): https://twitter.com/RResultsBiz -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections
Click to go to the Podcast on Remarkable Results Radio
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